How to Respond Faster to Incidents with SMS Alerts

People read text messages faster and are more likely to respond than on other channels. For urgent alerts, SMS is the way to go.

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How to Respond Faster to Incidents with SMS Alerts

Merriam-Webster defines the noun “alert” as “an alarm or other signal of danger.” Sounds pretty serious, right? If an alert was meant to warn you about an incident, wouldn’t you want to know about it as soon as possible? The fact is, incidents happen. Whether a business needs to alert its people (customers, employees, volunteers, etc.) of a fraud attempt, IT system update, or something more sinister, it needs them to know fast. When it’s critical to keep people in the loop immediately, nothing beats SMS.

Message Received

Did you read the last text message you received? Maybe it was a request from your sweetie to pick up milk at the store or an appointment reminder from your dentist. There’s a 98% chance you read that text, and likely within three minutes of receiving it.

When an incident requires timely attention, these numbers matter. That’s why more businesses are turning to SMS alerts and choosing programmable APIs to build the exact system they need to send their messages.

IT Alerts via SMS

You don’t run a 75-year-old S&P 500 company with 22,000 employees that grosses tens of millions of dollars per year without a few issues coming up from time to time. For Air Products, an industry standard supplier of gasses and chemicals, when an IT issue arises, it needs to be addressed fast. Each incident has the potential to affect Air Products’ customers and cost the business untold sums of money.

EMC SMS Service Alert

After 20 years with a legacy provider, Air Products took the plunge and implemented Twilio SMS-powered incident management for their entire organization. Now, when an incident alert comes through their system, it triggers an immediate SMS message to the right IT team. Thanks to two-way SMS communication, team members who are alerted have the option to reply and let others know they’re working on it. Once a worker replies, the incident ticket is automatically updated to reflect who’s taking care of the issue. Because time is of the essence, this whole process takes place within seconds.

Let Employees Know Right Away

While email has its time and place, IT service alerts might not be one of them. EMC, a global leader in cloud computing, data storage, and data virtualization, found they were sending hundreds of thousands of IT alert emails to their 70,000 employees each month. However, if users’ email accounts were affected by the IT issue the alert addressed, they weren’t be able to open the email.

EMC needed a more effective way to communicate critical IT issues to its employees. The solution was simple: EMC built an automated IT alerting system, and chose Twilio SMS to power it. EMC’s SMS service alerts allow employees, who rely on IT tools to do their jobs effectively, to know immediately if one of those tools, like email or VPN, goes down, as well as when it’s up and running again. Since Twilio infrastructure is completely automated, alerts are automatically generated and sent in real-time as soon as the monitoring tool detects an issue.

Built for Quick Action

Today’s business communication needs are incredibly diverse and tend to change rapidly. Using an inflexible, on-premises vendor for communications makes it difficult to meet all of those needs. However with APIs like Twilio SMS, businesses can build the exact communications experience they want. Using Twilio SMS, customers can customize the type and frequency of their SMS alerts, as well as handle responses using two-way SMS or IVR.

*Are you ready to get important information to your users when they need to know it, so they can act on it right away? To start sending SMS alerts, visit the Twilio SMS page. *